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Customer Service Representative

Location:
Cleveland, OH
Salary:
17.00
Posted:
August 18, 2021

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Maxine Johnson, Cleveland, Ohio

adn87i@r.postjobfree.com / 440-***-****

PROFESSIONAL PROFILE

A service driven professional with a strong eye for detail, the ability to meet deadlines while exceeding customer and departmental expectations.

Comprehensive experience in a wide variety of office administration and customer service functions to include centralizing records, compiling data and reporting outcomes processes to increase efficiency and improvement of service.

CUSTOMER SERVICE TRAINING & PROFESSIONAL DEVELOPMENT- Cleveland, Oh Builds rapport with customers while meeting company and quality standards. Utilizes talents to assist management in ensuring efficient operations in accordance with company polices and guidelines. Ensuring the engagement of a well-trained and skilled customer focused team. Recognized for outstanding customer service, often served as a liaison and the “go to person” to resolve workflow problems and customer relations concerns. Council for Economic Opportunities in Greater Cleveland- CEOGC ICSA Customer Service Certification (Through the Customer’s Eyes), International Customer Service Association, Rock Hurst University Continuing Education Center, Inc.

Creating Lifetime Customers/ What the Customer Wants

Promptness/ Essential Customer Service Skills

Establishing Rapport, Building Goodwill and Creating Trust

Customer Service as a Strategic Marketing Tool/ Customer Service Teams Customer Service Certificate-, MS Word & Excel – 2016 Polaris Career Center

Administrative Assistant Training Program Certificate

Workplace Communication Skills, Administrative Office Procedures, Filing and Records Management, Computer Applications, Bookkeeping and Office Management WORK EXPERIENCE – Cleveland, Oh

Customer Service Representative - Keystone Peer Review Organization - Independence, OH February 2019 to Present

Supported the prior authorization process by answering incoming telephone calls, resolving customer questions, complaints and requests. Page 2 of 2

Adhered to internal policies and procedures and utilizing working knowledge of the organization’s services to meet productivity and quality standards.

Processed appeals and request for medical records, needed information to help Medicare patients continue treatment and rehabilitative care. Filed appeals to allow more time for care on case plans and safe discharges. Receptionist - Women's Recovery Center

October 2018 to Present

Answered incoming calls in a busy front office environment, provided basic information about the treatment program and its facilities.

Connected callers to counselors or other qualified staff, especially in cases of crises or emergencies.

Greeted clients and visitors to sign-in print lab forms. Completed office tasks sort mail, sign for UPS, FED- Ex packages. Assisted with accounts payable, to check requests for out-going bill payments, mail-out payments, file lab in patient folders. Telecommunications Operator - Cleveland Clinic

August 2011 to February 2019

Answer incoming calls promptly and greet callers in a friendly, professional manner.

Utilize office communication systems to perform your telecommunications duties, including intercom, public address, telephone, two-way radio or switchboard. Answered all incoming calls overhead page emergency codes.

Perform daily administrative tasks, including scheduling meeting rooms and appointments between clients and staff, accepting orders, receiving faxes, and sending communications.

Update telephone directories, create schedules, create and proofread documents, and perform other data entry tasks as dictated by management.

Process packages and other incoming mail, and deliver outgoing mail and packages to the post office or other shipping facilities as directed. Medical Records Front Office Clerk/ Patients I'd Clerk - University Hospitals of Cleveland January 1997 to June 2008

Answered incoming calls from healthcare professionals for patient medical charts, gathered documents and information from paper sources and/or electronic health record.

Processed medical records requests from emergency room for patient care.

Created new patient charts. File, fax, scan medical records.

Filed paperwork and reports in patient charts, ensured data integrity, accurate and timely file retention. Ensured files are stored in the designated area according to storage procedures. Safeguarded patient records and ensuring compliance with HIPAA standards.



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